Office of Technology Services - Service Level Agreement

This Service Level Agreement (SLA) defines the service levels between the Office of Technology Services (OTS) and the customers of that service (Customer) during both standard and off-hours. Customers are defined as the faculty, staff, students, and alumni of Illinois Institute of Technology as well as Mies Campus tenants and visitors that utilize services provided by the Office of Technology Services.

This document also defines the service level agreement for the Office of Technology Services (OTS) as well as non-OTS departments within the university that utilize the Support Desk as their initial point of contact for the Customer. For the remainder of this document “OTS” shall refer to both the Office of Technology Services and these non-OTS departments as the actual group providing the service shall be transparent to the Customer. Any team (OTS or non-OTS) that utilizes the Support Desk to receive issues agrees to abide by the processes and timelines established in this document.

This Agreement is valid from May, 2025. Review is every two years, or as otherwise needed.

2. Support hours

2.1 Support Hours

Support at the Support Desk is available:

• 7am to 9pm, Monday through Thursday
• 7am to 7pm, Friday
• 8:30am to 5pm, Saturday

Holiday/Reduced Schedule at the Support Desk is usually:

• 8:30 am to 5pm, Monday through Friday

Dedicated Faculty/Staff support is available:

• 8:30 am to 5pm, Monday through Friday

This excludes university holidays, closures for building maintenance, and reduced schedule days.

 

3. Requesting Help and Service

Customers shall use the Support Desk as the initial point of contact for all technology issues. There are four methods of contact for listed support hours.

3.1 Self Service – Services.iit.edu or TeamDynamix from portal.iit.edu

3.2 Phone: Call (312) 567-3375 or 7-DESK from on-campus between hours listed in section 2.1 above.

3.3 Email: Send an email to supportdesk@iit.edu with the full details of your request where an incident will be auto-generated in TeamDynamix Incidents can be generated 24/7 but will only be processed during hours listed in section 2.1 above.

3.4 On-Line: Submit a service request via TeamDynamix. Incidents can be generated 24/7 but will only be processed during hours listed in section 2.1 above.

3.5 In-Person: Visit the Support Desk located in the Galvin Library – Upper Level between hours listed in section 2.1 above.

4. Roles and responsibilities

 

4.1 Support Desk Responsibility

4.1.1 We will maintain records of incoming incidents as they are received via email, phone, or walk-in using:

• TeamDynamix incident tracking software
• Call logs
• Email transactions

4.1.2 When receiving an incident, a Level 1 Support Desk team member will attempt to determine the nature of the problem, create an incident in TeamDynamix, and do basic troubleshooting of the issue.

4.1.3 If Level 1 is not able to resolve the issue after basic troubleshooting practices, an escalation to level 2 or 3 will be made.

4.1.4 All incidents will be handled according to section “5. Priorities, SLAs, Response times”.

 

4.2 Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include:

• Using the defined processes for requesting help and services outlined in section 3 including calling or visiting the Support Desk in person for urgent issues.
• Responding to inquiries from OTS staff who are resolving incidents and handling service requests.

5. Key Metrics

 

5.1 All incidents

• 80% of all requests for help and services to the Support Desk will be resolved within the Support Desk (Level 1 and Level 2). This is known as the first call resolution rate (FCR).

5.2 Telephone:

• 90% of calls to the Support Desk will be answered within 30 seconds. This is known as the average speed of answer (ASA).
• Less than 5% of calls to the Support Desk will end with the caller hanging up before being answered or leaving a message. This is known as the abandon rate (AR).

5.3 Voicemail:

• During times when the Support Desk is open, voicemail messages will be responded to within 30 minutes of the message being left.
• During times when the Support Desk is closed, voicemail messages will be responded to within 1 hour of the Support Desk re-opening.

5.4 Walk-in:

• Initial ticket creation within 5 minutes.

5.5 Email/Incidents:

• Personal acknowledgement response within 30 minutes.

5.6 Customer Satisfaction:

• Customer satisfaction rating: 90% of greater than 4.0 on a 5.0 scale based upon response to the automated survey.

6. Priorities, SLAs, Response times

6.1 Priority Descriptions

6.1.1 Classroom Outage

• Response Time: 15 minutes
• Communication: Every 30 minutes
• A problem or issue with the technology in a classroom that is impacting a class in session
• Examples: Projector out; no sound in classroom.

6.1.2 System Outage

• Response Time: 1 hour
• Communication: Every 2 hours
• A problem or issue impacting a significant group of customers.
• Examples: E-Mail services are not functional; network printing is not available; Banner is unavailable.

6.1.3 Individual Outage

• Response Time: 2 hours
• Communication: Every 8 hours
• Non critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of supported services; however, the services are still operational. Support issues that could escalate if not addressed quickly.
• Examples: Individual computer problems in computer labs; setting up new user accounts which have been properly submitted; printing issues for multiple users; locked or restricted staff or faculty user accounts; a Dean, VP or other executive experiencing an issue that has requested escalation.

6.1.4 Standard

• Response Time: 8 hours
• Communication: Every 2 days
• Routine support requests that impact a single user or non-critical software or hardware error.
• Examples: Printing issues for single users; frequently used software corrupted and needing re-installation

6.1.5 Scheduled/Low

• Response Time: 24 hours
• Communication: Weekly
• Scheduled: Work that has been scheduled in advance with the customer.
• Low: A minor service issue or general inquiry.
• Examples: Monitor showing b/w instead of color; software/hardware installations, upgrade, etc.; personal device repairs

 

6.2 Ticket priority

Preference of service is given in the following sequence, in the order received and within the response and restore time SLAs:

1. Classroom Audio/Visual issues
2. University-wide outages of systems or services
3. In-person and telephone troubleshooting
4. Illinois Tech-owned personal computing equipment
5. Student Hardware and Faculty/staff personally owned hardware (best effort given time and priority)

 

6.3 Response times

• The time from when the Support Desk has received the case and the technician(s) that has been assigned to the case makes the initial response to the Customer.
• The response SLA is designed to provide the customer with an estimated time to have a personal acknowledgement and an initial assessment of the issue by the technician or group assigned to the case.

 

6.4 Restore times

• Once the technician(s) that has been assigned to the case makes the initial response to the Customer, they shall assign an appropriate restore SLA with the customer.
• The restore SLA is designed to provide the customer with an estimated time to have their issue resolved. It is intended to be a target date and may be adjusted as needed upon mutual agreement with the Customer.

7. Customer Escalation process

 

If after the response or resolution times has been reached and a contact/resolution has not been made and the customer is not satisfied, then the issue should be escalated to the Support Desk Manager who will follow up the problem with the respective team(s) working on the issue.

If there is no response from the Support Desk Manager within four hours, escalate to the Associate CIO, User & Technical Services.